🔍 Agent Portal Redesign - Pain Point Discovery Report

 

Project Phase:

  • Initiated by leadership without clear KPIs, the project required defining key initiatives and aligning the roadmap.

My Role:

  • Lead Researcher, stakeholder interview, Power BI data synthesis, competitive analysis, and manage 1 junior.

  • I led efforts to uncover current business pain points, user pain points, and gaps between desired and actual user actions—to inform priorities and identify optimal solutions.

 
“Education is the first step for Agents should go for after they complete registration for a portal account.””
— Jill H, Director of Operation
 

Existing Portal Design Study

 
 
 
 
 

Agent Behavior vs. Business Desired Agent Action

“ Education ” and “ Marketing & Lead generation ” are missing

 
 

Brainstorming Solutions

 

Problem statement:

How might we encourage agents to review and study our education program and marketing materials?

 

I talked with more business stakeholders and learned:

 
 
 
 

Summary & Next Steps